Last week, had the honor of presenting at the ACI Europe Summit in Lisbon, Portugal. While the city had beautiful weather, I addressed the audience of mainly airport CEOs and Commercial Heads on how to engage customers when the weather goes bad – in times of crises. I used a number of examples, from the Icelandic ashcloud to American Airlines flight 24 crises handling.

Here’s the presentation I delivered in Lisbon, the key point being that airlines and airports must use the same tools as their customers to communicate effectively and efficiently today.